Your Responsibilities

• Manage day‑to‑day global Meeting & Collaboration Spaces service operations, ensuring timely and effective resolution of incidents and fulfillment of service requests per ITIL.
• Own Incident, Request, Problem and Change management processes; lead major incident response, escalations, root cause analysis and implementation of corrective actions.
• Maintain and update all service and process documentation (handbooks, SOPs, knowledge base) to ensure accessibility and currency.
• Manage operating partners and providers, monitoring contracted deliverables and conducting reviews to ensure performance and SLA/OLA compliance.
• Monitor and report on SLAs, OLAs and KPIs; proactively identify and address issues before they impact business operations.
• Track and plan service costs, define and manage allocation keys, and collaborate with the Service Owner and Finance for budgeting and regular cost reporting.
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